Case Study 5 - Day Rehabilitation Services (Local Service
Improvement)
Organisation: Agency for Clinical Innovation Website: https://www.aci.health.nsw.gov.au/
Contact Person: Tara Dimopoulos-Bick, Manager Patient Experience and Consumer Engagement Email: tara.dimopoulosbick@health.nsw.gov.au
What were the goals and aims of our project?
The goals and aims of the project were to improve the patient and carer experience for people receiving day rehabilitation services.
What did we do and what EBCD tools did we use?
A range of Experience-Based Co-design resources were utilised throughout the project including: capturing experiences through interviews, focus groups and surveys; theming; experience mapping; and prioritising, designing and testing solutions with consumers, families and staff. Education and training in EBCD was given to consumers, families and staff at regular intervals during the project.
Several techniques were used to capture our consumer’s
experiences in including surveys, interviews and focus
groups. We used these techniques to capture both the
range of consumer experiences and the detail of specific
experiences across that range. Interviews and focus
groups were a powerful way to learn and discover insights
about people’s experiences and their stories. The service
routinely captured feedback through surveys and the last
two years of this data was reviewed collectively with the
insights captured through interviews and focus groups.
The results were displayed publicly and consumers, families and staff were invited to contribute comments using post-it notes.
Experience mapping was used to develop a visual depiction of the emotions and touch points related to the various stages within a journey. A focus on emotions promoted greater empathy and understanding.
Theming was used to organise all the data captured, discover patterns and focus improvement on what mattered most to the people using and delivering day
rehabilitation services locally. The priorities for improvement were explored and collectively agreed upon a co-design workshop. The priorities were categorised into a matrix: easy, hard, high impact and low impact.